Study Contact Centre at NZMA (All qualifications are NZQA accredited)
NZMA Certificate in Contact Centre and Employment Skills (Level 3) 20 weeks in total This 20 week programme is offered at NZMA’s Auckland South and Waikato Campuses.
National Certificate in Contact Centres (Team Leader) & National Certificate in Business (First Line Management) (Level 4) 20 weeks in total
NZMA Certificate in Supervision (Level 5) 20 weeks in total
National Diploma in Business (Level 5) One year in total
This 20 week programme is offered at NZMA’s Auckland
This 1 year programme is offered at NZMA’s Auckland South
South and Waikato Campuses.
and Waikato Campuses.
This 20 week programme is offered at NZMA’s Auckland
What will I learn?
South Campus.
What will I learn?
If you’re already working as a team leader in a contact centre or
This entry-level qualification is for people working, or wanting to
training towards it, then this is the qualification for you.
work, in contact centres and covers the range of basic knowledge and skills required in this industry. You will also greatly improve your English and maths skills as a result of studying on this programme.
Whether you’ve studied hospitality, business, retail or contact centre at NZMA, our Certificate in Supervision will take you one step further. It will develop your supervisory skills and teach
What will I learn?
compliance and human resources. Complete this course and you’ll become a better supervisor or manager!
Course content includes:
specialised statistical and technological skills expected of team leaders in the industry. Build on your communication and
Course content includes: • Leading a group/team to achieve objectives with
• Customer service and sales techniques
technical skills and learn about quality monitoring in a contact
• How to respond to difficult customers
centre. Employers see this qualification as the first step on the
• Effective communication techniques
contact centre management pathway.
• How to build and maintain rapport within a team • Assertiveness and personal development • Contact centre terminology • Call management • Microsoft Word, Internet, email and data entry skills • Contact centre technology • Stress and time management • Research skills • Resumes and covering letters • Interview and job seeking techniques
some complexity • Analysing listening techniques and listening and responding to information
Course content includes:
• Workplace team leadership and team work
• Contact centre organisational structure
• Group processes
• Workplace culture
• Managing a plan to achieve organisational
• Performance planning • Performance monitoring • Workplace health and safety • Team training • Operations management
objectives • Developing strategies to establish and maintain positive workplace relationships • Developing and maintaining a safe and supportive working environment
What will I learn? Whether you want to own your own business or manage someone else’s, our National Diploma in Business will give you all the skills you need. We’ll teach you how to manage a small to medium sized business, covering everything from putting together your own business plan to marketing.
Course content includes: • Business planning • Communication • Financial analysis • Accounting • Administration of a business • Operations team work • Marketing • Human resources • Quality and time management • High-level document composition
• Managing conflict in the workplace
What qualifications will I gain? National Certificate in Business (Frontline Management) Level 4.
What qualifications will I gain?
Certificate in Supervision (Level 5).
you all about team leadership, managing objectives, business
Level 4 teaches you the supervisory skills, as well as the
environment
The first 6 months of this programme consists of the NZMA
National Certificate in Contact Centres (Team Leader) Level 4.
• Planning for and carrying out staff selection
Throughout the programme students are also familiarised with
• Maintaining compliance with legal requirements
Microsoft Word, PowerPoint and Excel.
and regulatory codes and standards • Human resource management
What qualifications will I gain? National Diploma in Business Level 5.
What qualifications will I gain?
National Certificate in Contact Centre
NZMA Certificate in Supervision Level 5.
Operations Level 3. NZMA Certificate in Contact Centre and Employment Skills Level 3.
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